Project Manager I, Project Management

Direct Distribution is responsible for writing over 400K net new business policies annually across the call center and online channels. The Channel Operations and Enablement team supports this production by working in partnership with Channel leadership and I&S partners to set overall strategic priorities for the channel as well as liaising internally and across USRM stakeholders to execute short- and long-term work in support of these priorities.

As a Project Manager of the Direct Distribution Channel Operations & Enablement team within USRM Insights & Solutions, you will help support driving profitable growth for a $4B channel by executing key initiatives and connecting the voice of the DRC sales call center to the broader organization. The team liaises internally and across USRM stakeholders to manage ongoing operational programs as well as execute short- and long-term project work in support of these priorities.

This role will be focused on staffing and development of DRC representatives and responsible for executing ongoing operational programs such as workforce optimization and capacity management. This will include managing the strategy for employee movement across the DRC, development and implementation of optimization efforts, support of employee mobility programs, and contributing to high complexity capacity lever projects among others.

The successful candidate must have excellent operational and problem-solving skills and experience executing operational projects. They will also have strong verbal and written communication skills and the ability to explain their work to a diverse audience.

This role may have in-office requirements dependent on candidate location.

Responsibilities:

• Lead medium- to large-sized projects and supports complex cross-functional projects.
• Owns or contributes to defining the business case with input from stakeholders. Identifies and gains agreement on project objectives, scope, timing, and resources across stakeholders.
• Own development and execution of the DRC employee mobility strategy, including design, policy creation, and ongoing measurement of effectiveness.
• Design and implement optimization initiatives that improve how employees are moved, scheduled, and utilized across the DRC to meet service level and quality targets.
• Plan project activities, define scope, resources, timelines, and success criteria; oversee day-to-day execution and monitor progress against goals and KPIs.
• Create and manage standard operating procedures (SOPs) and ensure consistent operational practices across locations and teams.
• Conducts project meetings and prepares regular reports to communicate the status of projects to stakeholders within and beyond the project team.
• Escalates and works to resolve issues that serve as roadblocks and/or place project objectives at risk. Identifies and provides visibility into trade-offs between options, while identifying recommended approach and maintaining stakeholder alignment.
• Perform project close-out activities, capture lessons learned and translate findings into process improvements.
• Applies continuous improvement methodologies throughout the project management lifecycle.